| | 4.3 Fulfilment
18. Support by Post | | |
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| 43.16. Support by Post: | | 1. Support by post as a letter is administrated by the first level support team under the direction of the Request Fulfilment Manager. | | 2. Approved people have the right to communicate by any means they choose and while the post is not the recommended way to communicate private, confidential and sensitive information, if that is acceptable to the approved person then it will be processed. | | 3. Some people imagine that a signature has some majic powers and may not understand that the first level support team have no skills, training or tools to verify if a signature is real or fake. | | 4. As a policy, every letter must be assumed to be a phishing attach because it is not expected that an approved person would communicate by letter that could be from anyone. | | 5. It is recommended that the approved person includes evidence with their letter to prove that the letter is not from an impersonator. |
| 2. New Support by Post Procedure: | | 1. First level support will read the letter and determine of the message is a phishing attack or from an approved person. | | 2. In the majority of cases, the letter will be from a criminal and the letter will simply be physically shredded and composted. | | 3. Where it is proven that the support letter is from an approved person, the letter is transcribed to the online support request service that the author could have used in the first place. | | 4. The approved person is then able to view the online support service and monitor progress as the request is processed. | | 5. First level support will direct the support request to the most appropriate second level support person who is on duty who will take responsibility to respond and close the request. | | 6. First level support will physically shred the letter. As a policy, by the end of every day, all paper documents must be shredded for composting as having no purpose. |
| 3. Paper Documents: | | 1. Paper documents are a liability to be shredded as soon as possible. Criminals using long distance photographic equipment may be able to take a photo of a paper document before it is shredded. | | 2. The Request Fulfilment Manager has managed this risk by ensuring that all letters are shredded as soon as possible. In the event of a fire alarm and the building is evacuated, paper documents must be hand carried by the first level support person responsible for that letter. | | 3. Approved people have the right to do what they choose, including choosing to leak business data by letter. | | 4. The Request Fulfilment Manager has a responsibility to ensure that policies and procedures are first class so they cannot cause a data breach or leak information. |
| Document Control: | | 2018 Jan 29 : Latest edition as (public) page 164318. Part of ITIL by Request Fulfilment Managers responsibilities. |
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